Description
The Implementation Manager, Hong Kong position is responsible for leading a
team of Client-Facing Project Managers to onboard new GCP clients in Hong Kong
and across JAPA. The role is accountable for on-time, in-full implementation of
more than 20 projects worth >$40Mpa of GCP programs, as measured by speed to
bill, billings penetration and customer satisfaction under the four
Implementation pillars: Fast; Full; Customer Focused; and Efficient. The
position is also responsible for directly project managing the implementation
for some of Amex’s most significant global and regional accounts, that are
headquartered in Hong Kong through effective project management and
collaboration of cross functional teams across JAPA.
Day to day responsibilities include:
* Lead the Hong Kong Client-Facing Implementation team, to project manage all
assigned implementations by developing project plans, goals, tactics,
timelines, key milestones, etc.
* Monitor and drive implementation market and team member performance, using
key implementation reports (Dashboard / WIP / Pipeline). Prepare monthly and ad
hoc market performance reports.
* Establish, build and maintain collaborative relationships with multiple key
stakeholders at B40+ level, across GCP Hong Kong and JAPA, to deliver high
quality Implementation support (ACQ / AD / GCG / MNC)
* Directly project manage the regional / multi-market implementation of some of
Amex’s most significant global and regional accounts that are headquartered in
Hong Kong, through effective project management and deployment of the GCP
Implementation Methodology – including through collaboration and via
cross-functional teams across JAPA,
* Build senior relationships with key accounts, and act as the key escalations
point on all Implementation projects in Hong Kong
* Represent the entire Implementation JAPA function (both Client Facing and Non
Client Facing) as the senior team member in Hong Kong, including holding a
position on the GCP Hong Kong GM’s Leadership Team, and conducting monthly
market BURs.
* Build senior relationships with key
* Determine and allocate implementation support based on account size and
complexity to ensure efficient and effective use of implementation resource,
and to provide balance within the team.
* Coach, motivate and drive high team engagement through regular one on ones,
team meetings, quarterly R&R and Sales Incentive recognition, creation of
tailored development plans and providing regular performance feedback.
American Express is an equal opportunity employer.
* Exceptional collaborative influencing and relationship management skills
* Project management experience, with sound judgement regarding when to
escalate matters to ensure ontime delivery
* Strong will to win / results orientation (setting targets, prioritization,
personal accountability) and proficiency with metrics / KPIs
* Experienced with large, key clients. Demonstrated customer focus and gravitas
required to act as a credible internal and external escalation point. Ability
to review issues/processes from customer perspective.
* Excellent problem solving skills and ability to maintain calm under fire
* Excellent communication skills both written and verbal at multiple levels.
Ability to articulate complex and abstract ideas clearly and simply
* Business degree / MBA or 10+ years business experience
* Knowledge of GCP products and services preferred
* Knowledge of Hong Kong market preferred
* Fluency in Cantonese an advantage
* People leadership experience an advantage
